Getting incontinence supplies covered can feel overwhelming, especially when it usually starts with a prescription and a doctor's appointment. With Conduit, it's simpler: choose your supplies, speak with a licensed clinician, and have them delivered. Here's what you can expect from start to finish, so you feel prepared and supported every step of the way.
Key Takeaways
- The call is free, takes about 15 minutes, and is usually available the next day. No doctor visit is required, and your supplies are 100% covered by insurance, subject to eligibility.
- A licensed clinician reviews your situation on a quick telehealth call and writes the order your plan requires.
- After the call, Conduit confirms your insurance eligibility, coordinates with a supplier, and ships your supplies to your door — at no cost to you if your plan covers them.
Why is there a call at all
Medicaid and Medicare need a licensed clinician to document your specific needs and write a prescription in order to . That's the whole reason for the call: it lets a clinician confirm what you need and get it right the first time, so you're not stuck waiting on a denial or a follow-up request. It's billed to Medicare or Medicaid, so there's no cost to you, and it saves you the time and stress of extra doctor's appointments.
Before the call
You'll fill out a short form first: pick the supplies you're interested in, confirm your insurance eligibility, and schedule your call. Calls are usually available the next day.
Three things make the call go smoothly:
- Your Medicare or Medicaid card. The plan name tells us which rules and suppliers apply. If you can't find it or aren't sure which plan you're on, we can look it up together on the call.
- A rough idea of what you use. If you already purchase supplies yourself, try to jot down which products you use and how many each day. If you're new to all of this, don't worry — our monthly checklist guide can help you figure it out. Honest numbers help us make sure you get enough supplies each month, so you don't run short.
- Anyone who helps with your care. If a family member or caregiver manages your supplies, have them on the call. Clinicians are used to it, and it often makes the quantity questions faster.
During the call
You choose a phone or video telehealth consultation with a licensed clinician. It runs about 15 minutes.
The clinician asks what's going on: the condition behind the need, what products you use or want to try, and your sizes. Then come the practical questions your order has to answer: how many changes in a typical day and night, and, if you're ordering more than one product type, how you'd like to split your monthly quantity, since some plans set a single combined limit across products.
Please answer as honestly as you can. The clinician's role is to help you get the right amount of supplies, not to judge. Many people worry about sharing these details, but being open helps prevent running out of supplies before the end of the month.
By the end of the call, the clinician will have everything needed to write your order. You won't need to follow up with your own doctor or send in any extra paperwork — we take care of that for you.
After you hang up
Our care team confirms your insurance eligibility and matches your order to a supplier enrolled in your specific plan before finalizing your order. If your plan requires prior authorization — the approval some Medicare or Medicaid plans need before covering a product — we submit it and track it.
We'll make sure you know exactly what's covered before anything ships. If Medicare or Medicaid covers your supplies, you pay nothing, and you'll never get a bill from Conduit — so there are no surprises.
After the first delivery
Supplies arrive automatically each month, and reordering is built in. If your needs change, just tell your care team — routine changes to quantity or product type don't need a new call or prescription.
One thing that often surprises people: coverage isn't always a one-time approval. Many plans require renewal of clinical documentation, even when nothing has changed. We track your renewal window and handle it behind the scenes, so your supplies keep arriving without extra effort on your part.
Ready to schedule yours? [Get started →]
Frequently asked questions
Nothing out of pocket. The call is billed to Medicare or Medicaid, and there's no obligation to place an order afterward.
No. The Conduit clinician documents your need and writes the order directly. Your regular doctor stays your regular doctor — this call is only about your supplies.
Yes, and it helps. If someone assists with your care or manages your supplies, have them there to answer questions about quantities or products.
Bring whatever card you have, or nothing at all. We can identify your plan with you during the call.
